Parature from Microsoft

Parature is a cloud based customer engagement solutions that offer world class self-service capabilities to further enhance and strengthens Microsoft dynamics that could deliver great customer service. This is something that enhanced and strengthens the customer relation that we have with our customers. The great thing about Parature is since it is cloud based, anyone could access it anywhere and anytime of the day.

There is actually none to not like, the software provided our company great help. Just to make a suggestion though is for the software to keep all necessary information on closed tickets. It would really be appreciated if attachments are kept even tickets are closed so at least backtracking of tickets would be easier

Parature is overall recommended. The price is really affordable with how the software operates. Parature is a total satisfaction in terms of the rate and the overall performance of the software. This is a great help to lessen our work and be ahead of the overall market in the industry

Parature is a customer support software as a service company which was acquired by Microsoft in 2012. I have tried at least a dozen customer support, help desk and live chat software in the last eight weeks and so was very interested to learn how this one was different from the rest. I noticed immediately that this solution has three major components which are self service, knowledge management and multichannel support. As a multichannel support software you can help customers via several means other than the direct email support ticket which is great including live chat, social media, mobile support and email support as well. Agents are empowered to manage tickets and offer personalized support using a relatively simple system. I found it to be quite easy to learn and beginning using quickly. I like that you can create an internal knowledge base as well as another for customers. You can create articles with dynamic media embedded such as images, infographics and video. This increases efficiency of ticket management as well as empowers customers to find their own solutions and not have to contact support at all which only helps everyone involved be more productive with their time. You can actually publish articles to social media networks and other locations as well so this serves to help increase your brand awareness and facilitate organic traffic as well. I also like that tickets can be automatically generated and add to a queue or assigned to a particular agent. You can also escalate tickets for increased support while responding with personalized messages which is all good. You can set up an excellent workflow using common request resources and pre-write responses to these issues to help save time. Management has the ability to make use of roles and permissions so team members have the access they need to help. Parature's social media listening is a particularly solid feature which helps you to pre-empt negative social posts from going viral. It's also a way to facilitate relationships with brand advocates and prospects who already love your brand. You can also brand the support desk to suit your company which I can appreciate. And there is decent analytic reporting to help you observe and analyze your team's performance. And to adapt to improve performance using this data as well.

I don't like that you cannot check out the pricing it seems on their website. I understand when enterprise level companies do this for solutions which must be highly customized simply because of the nature of the service such as multi-channel marketing or ecommerce, and display advertising as well perhaps. But for a support software to not have pricing available is just rare in the industry so far having directly experienced at least a dozen others in their market. And I realize this company is owned by Microsoft yet relatively independently run compared to their other assets. Which is what makes it slightly odd because they have pricing available for every other product I have tried so far. Their Microsoft Power BI is enterprise level and pricing is clearly available on the site, for example.

I like that they have the ability to search engine optimize your knowledge portal. Why not? This is valuable content marketing that might as well get done as you are building out your knowledge base. And a surprisingly practical feature which is not mentioned in the copy at least of each of the other help desk software I have experienced that I can recall. The ability to offer support across multiple channel is very good and the social media monitoring and integrated Facebook portal is great to have. Overall, this is a very solid customer support software which is well rounded and easy to use. Though I am not certain it is game changing enough to drop everything and make an appointment to get their sales pitch in person. I may email to inquire about pricing but there are so many options in this industry some support solutions with a couple dozen integrations to third party softwares enabling them to become a centralized portal for business across marketing and sales departments in the lifecycle of your customers, and not just to do with the support department.

Parature from Microsoft helps you to concentrate on fixing simple things such as users do not need training which means it is self-explanatory and it also reduces the time to input and track the tickets allowing technicians to work for what they are paid for and also added advantage it works well on all web browsers.

It does not allow Cloud client to be installed on the workstation which is a drawback since the users do not have an alternate or additional choice. And not only that there are many ticket routing tools which mean the users have to know the features more deeply to choose which is going to suit their needs.

Parature from Microsoft helps you to concentrate on fixing simple things such as users do not need training which means it is self explanatory and it also reduces the time to input and track the tickets. It does not allow Cloud client to be installed on the workstation which is a drawback since the users do not have an alternate or additional choice. And not only that there are many ticket routing tools which mean the users have to know the features more deeply to choose which is going to suit their needs.

The application itself is very flexible and offers many possibilities. You can host downloads and control the access to those downloads. I also like that you can create a knowledge base for you customers and for yourself. That way you have full control. Its also possible to create articles with images and/or video. This makes the tool efficient as empowers your customers to find their own solutions. They don`t have to contact support all the time, which makes them happy and helps you to be productive. You can actually publish articles to social media networks.

Its expensive and you are not able to find out this on there website. Strange because its owned by Microsoft and all other products from Microsoft are priced on there website. This is an issue they should consider, both for there own part and for the possible customers part. Could be a potential loss of customers, because of the missing pricing.

A feature i haven`t seen with others, are the possibility to SEO your knowledge portal. Its great to be able to monitor social networks and offer service through them. Overall a great product, based on social networking and be present and monitor where your clients are. Very useful in a time With many types of social networking.

The platform was acquired by Microsoft in 2014 as a cloud-based customer service solution designed especially for SMB’s. Its main feature is found in its knowledge base, which allows companies to provide self-service options for customers. This is an advanced user software that also comes with the multi-channel interaction features, which puts together a combined user experience across support networks

This software does not allow integration with multiple platforms to allow users navigate across other sources which is a setback as far as competition is concerned. It is not price friendly as the product is expensive especially for small and mid- sized firms. New users must have to go through some form of training, because it isn’t an intuitive platform, as the interface and tools on the application are quite confusing.

The Parature is a very flexible application and available in 50 industries and comes in 10 diverse languages from across the world. The software also permits integration with the Salesforce platform as well as with multiple social media channels. The most amazing feature of this software is the ability it gives to users to host and control their access to downloads without experiencing unnecessary glitches nor timeouts in the process. The software also comes in handy for hosting FAQs and I believe it’s a plus for industry users.

The best part about parature from Microsoft is its multi-channel interaction feature. Because it makes an integrated user-experience which is not only for external support networks but also on the internal. This is integrated with different languages which helps it stand out from the others who are new in the market.

The product itself is great when it comes to base software. The only thing that matters to me is when I have checked their website and I do not know where to look at first because of its confusing feature like where can I see the tickets that I have already submitted.

Before this product has still a lot of features that still need enhancement. But after it was acquired by Microsoft, the features are starting to manifest a good and quality services to offer in the market. I would recommend that you take trainings from their support on how to use this because it is sometimes a bit difficult to understand.